Lancaster Dodge of Lancaster, Pennsylvania

I am a three time Saturn owner who is used to mints on the dash, car washes and excellent shuttle service. My husband owns a Dodge, and I have now been introduced to Dodge Service, which so far has been the complete opposite of accommodating.

I took my husband's vehicle, a 2004 Dodge SRT-4, in for service at Lancaster Dodge, a five star dealership in Lancaster, Pennsylvania located at 1475 Manheim Pike, three times within a two-month period. During all three visits to Lancaster Dodge, I asked if shuttle service was available to take me to work if I dropped the vehicle off in the morning. I was told it was, and when I arrived for my first service, I was informed that I would be driving my car to my destination, and the technician riding with me would drive it back to the dealership.

I was annoyed at this setup, due to the fact that a shuttle service gives the connotation that someone will be driving you to your destination and picking you up. Along with no one driving me in a company vehicle to my location, there was also no available pick up.

The first visit was for scheduled maintenance along with service on a problematic radio, air conditioning unit, air conditioning vent as well as a mysterious noise from the front end over bumps. The vehicle was left for several days over which time only the air conditioning unit and the noise from the front end was "fixed". We were told we would be called when parts for the radio and air conditioning vent were in to have them installed.

When we went to pick up the vehicle, they had us sign, pay for our maintenance and leave with little explanations. After thoroughly reading the bill ourselves, it was noted that there might be an additional problem related to the front-end noise but no further explanation was given.

By the time I received the call that the new parts were in, I had driven the vehicle several times and had noticed the front-end noise that still was not properly fixed. I called in to schedule a time for the parts to be installed as well as the front-end noise to be re-evaluated.

When the vehicle was "finished" with repair, everything was taken care of except for the front-end noise; nothing was even noted on the repair order as I had requested. I mentioned this to the service advisor, at which time I was told that it must have been missed and I would need to yet again reschedule.

Due to time constraints on our part, and hours only from 7-5 on Monday, Wednesday and Friday, and from 7-8 on Tuesday and Thursday along with limited hours from 8-12 on Saturday, we were unable to reschedule until after a long distance trip. Just before leaving for our trip to Toronto, Ontario, we noticed that the noise from the front end had significantly increased. Unable to make an appointment with Dodge in time, we stopped by a friend's shop to have him look quickly over vehicle to ensure our safety in the vehicle during the trip. It was ok'ed by him, and we were on our way.

When we arrived home, I made an appointment with Lancaster Dodge yet again and dropped the vehicle off for the day to have the issue addressed. It turned out to be bushings from the rear were worn and needed replaced. Previously, bushings from the front were replaced. I was again forced to get a ride to the dealership after my workday was finished due to their lack of a proper shuttle service.

Our issues were covered in cost by the warranty on the vehicle, however, nothing made up for the shoddy customer service and other indicated, "services" offered by this dealership.

Listed as a Five Star Dealership, Lancaster Dodge is held by strict guidelines that ensure that the customer is put first in all circumstances. According to the website, http://www.fivestardealers.com/lancaster-pa/, Five Star dealerships are required to go through constant improvement and training safeguards to ensure that they offer the best quality in customer service. Not only that, but Five Star Dealerships are required to contact the customer within 5-7 days after services rendered to ensure proper handling of customer service. If I had been contacted, and I was not, I would have informed them of their poor customer service and assistance.

Compared to the excellent customer service received at Saturn of Lancaster, located at 1530 Manheim Pike in Lancaster, Pennsylvania (http://www.saturnoflancaster.com/), there is no comparison to the quality of services rendered between the dealerships. My experience at Saturn of Lancaster, although frequent due to a disappointing vehicle, was always met with the highest satisfaction. In my mere three visits to Lancaster Dodge, I was disappointed on every occasion and was left with distaste in my mouth for the company.

The next closest Dodge dealerships are both 30 minutes or more away, but due to the disappointing customer service at my local Dodge dealership, Lancaster Dodge, I will now be forced to search elsewhere for more complimentary service. Lancaster Dodge has tried and failed my husband and I on three separate occasions, and I implore everyone to extend their business elsewhere before dealing with this company.